Unirush Financial Services

Revdex.com
7 W Seventh St Suite 1600
Cincinnati Ohio 45202
 
Re: [redacted]...


May 1, 2015
 
We received [redacted]’ complaint
regarding access to her funds and the level of customer service received.  Rush Card logs all customer contact and
activity associated with financial cards.
On 3/10/2015 [redacted] filed a
dispute for an unauthorized transaction of $470.20 from [redacted] that
was made on her account. All RushCard disputes are handled through our
dedicated dispute team and are worked in the order that they are received. I
am showing we received the written dispute form back from [redacted] on 3/14/2015.
After investigating
the dispute, the claim was determine to be found in [redacted]’ favor. A
final credit in the amount of $470.20 has been issued to [redacted]’ account on
5/1/2015. A letter has been sent to the address on the account of the
resolution and the case has been closed. We apologize for any inconvenience this
may have caused [redacted].
 
We appreciate [redacted]’ feedback.
These types of issues go directly against our mission of access and inclusion
for everyone and we look to be clearer and avoid similar problems for all of
our customers.
 
Regards,
 
[redacted]
Customer Service Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
 I faxed over documents again . I called over to rushcard supervisor refused to talk to me they said they will email department .no results sti
my issues are still not resolved I never received papers from unirush they wont even answer the phone I have sent in papers to you to prove my claims they said they paid my insurance with progressive in November which gave me a negative in November my insurance never received a payment from them my insurance was cancelled and I had to repay it December 3 to reinstate I faxed over documents to you in faxes.
Regards,
[redacted]

RevDex.com
7
W Seventh St Suite 1600
font-family: Calibri, sans-serif;">Cincinnati
Ohio 45202
 
RE:  Case [redacted]
January 17, 2014
 
We
received Ms. [redacted]’s complaint regarding the access of her funds and the
level of customer service received. 
RushCard logs all customer contact and activity associated with
financial cards.
We completely understand Ms. [redacted]’s concern with
her account. We are showing that a dispute was filed on 12/2/2013. Disputes are
handled in the order that they are received and could take  45-90 days. They
do not necessarily always take the whole timeframe, but we do give that in
order to complete the investigation.
 
Bancorp handles all disputes on Rushcard’s behalf
and Ms. [redacted] will need to contact Bancorp for any updates regarding her
dispute. Bancorp phone number is 1-[redacted]. We sincerely apologize for any
inconvenience this has caused Ms. [redacted].
 
We
appreciate Ms. [redacted]’s feedback. These types of issues go directly against
our mission of access and inclusion for everyone and we look to be clearer and
avoid similar problems for all of our customers.
 
 
Regards,
 
[redacted]
CS
– Audit/Compliance Analyst

August 2, 2016
serif; border: none;">  VIA ONLINE SUBMISSION: Revdex.com 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202     Re:                   Consumer:  [redacted] Complaint number: [redacted]             Complaint date: July 29, 2016                           To Whom It May Concern:   This letter is in response to the consumer complaint # [redacted] referenced above.  UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.    [redacted] complaint contends that her card to card transfer for $180 did not go through and that she cannot wait for RushCard corporate office to resolve this. [redacted] would like her funds put back on her RushCard account immediately.   After review of [redacted] card to card transfer transaction, it was determined it failed. A credit of $180 was put back on [redacted] RushCard account. On August 2, 2016 a RushCard corporate customer specialist attempted to contact [redacted] to advise her of this.     We appreciate [redacted] feedback and sincerely apologize for the inconvenience this has caused our customer.   RushCard,   Corporate Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Rush Card claims to take customer complaints serious, but is this an exception for me? How could my complaint be taken seriously when I've been complaining since August 2015? Rush Card claims to protect customer identity and resources. This too must be an exception for me because my identity and resources were compromised. I have had several Rush Cards sent to me because of the same issue. The same company has withdrawn resources from my account after Rush Card told me my debit card was compromised and I needed a new card. After the 4th Rush Card sent to me, I believe Rush Card does not protect its customers or their resources. Rush Card claimed in there response that no error occurred. How is that possible? Check my account history, my transactions, my complaints, it will be clear that an error in fact did occur. Rush Card is attempting to get away with closing my account and deleting me instead of refunding my resources. How is it possible to tell me, a loyal Rush Card customer that you attempted to expedite my new card but the system did not let you, so I have to apply to Rush Card all over again? That does not sit well with me & I know I am not being treated fairly.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   Yes I do have access to my funds now but have only received 1 call from Rush during this entire ordeal. An additional $20 credit did not pay my late charge to my finance company and me not being able to access my funds on the first day does not constitute for it either. If RushCard takes their customers as serious as they say they do I should have received multiple calls trying to rectify this matter. I'm not asking for a handout but for them to compensate me for late fee I was billed due to their system malfunction. Once I can be reimburse for their errors I can consider this case closed. As of right now this case is still open because I have not received compensation.
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Rush Card offered me $[redacted] for the inconvenience and advised that I have to wait up to 10 days to receive a provisional credit of the $** that was not dispensed from the ATM machine. Further, I advised them of the Card Holder Agreement which states that a provisional credit would be given to the customer within 48 hours of the claim while the matter was investigated.
I have yet to receive the provisional credit, and Rush Card has changed their phone options for card holders in which we are NO LONGER able to contact a customer service representative. Additionally, I have continued to email them and their response directs me to call the toll-free number. I have also advised them, in writing, that the toll-free number they provided does not allow me to speak with a representative.
I have been trying to reach them, every day, via email and by phone, since January 31, 201* and they have yet to resolve my issue. When I did speak with someone, because I choose the option to 'apply for a Rush Card', the manager REFUSED to transfer me to the dispute department. She is also the one who offered me $*.
That $** is mine, and I have yet to receive anything. The ATM was a [redacted] ATM, part of RushCard's network, and this should not take so long to resolve. I did not make a purchase and the ATM slip clearly states that the funds were not issued. This is outrageous.Regards,[redacted]

Revdex.com
7 W Seventh Street, Suite 1600
Cincinnati, Ohio 45202
RE:  Case [redacted]
February 11, 2014
We...

received Ms. [redacted]’s complaint
regarding the level of customer service received.  RushCard logs all customer contact and
activity associated with financial cards.
Wanted to apologize for any confusion and
inconvenience this issue may have caused. We acknowledge that there may have
been some miscommunication regarding documents Ms. [redacted] was asked to fax
over to complete applications for her children. Ms. [redacted] voices concerns
whether or not her documents were received and were securely handled. We
understand Ms. [redacted]’s concern and we 100% want to guarantee Ms. [redacted] the
documents were secure and received. We show there was an application submitted
and all the documents were associated to one application. We believe this may
have been the reason there was some confusion as to whether or not we received
them. A member of our corporate staff was able to locate all documents securely
in our system and have processed applications for all Ms. [redacted]’s children.
There’s a 7-10 business day turnaround on the children receiving their cards but
we have successfully processed all applications and associated the documents to
their accounts.
We appreciate Ms. [redacted]’s feedback. These types of issues go
directly against our mission of access and inclusion for everyone and we look
to be clearer and avoid similar problems for all of our customers.
Regards,
[redacted]
CS – Audit/Compliance Analyst

December 23, 2015 VIA ONLINE SUBMISSION: Revdex.com 7 W Seventh St Suite 1600 Cincinnati Ohio 45202   Re:      Consumer:  [redacted]...

                        Complaint number:  [redacted]             Complaint date:  December 21, 2015                         To Whom It May Concern:   This letter is in response to the consumer complaint referenced above.  UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.    [redacted] complaint states that a duplicate charge in the amount of $188.93 was made to her RushCard account[redacted] also stated that she would like for the funds to be released back to her account.     On December 16, 2015, a duplicate transaction in the amount of $188.93 was made on [redacted] RushCard account. On December 17, 2015, [redacted] contacted RushCard customer service and was informed her the pending charge will fall off by December 21, 2015 or she will need to contact the merchant to fax a merchant hold release letter to release the transaction. Per RushCard Cardholder Agreement pending transactions over a certain amount requires a hold release letter from the merchant to validate the hold. Rushcard can verify that as of December 22, 2015 at 2:56 PM there is no longer a pending charge of $188.93 on [redacted] Rushcard account.    We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused.  Our goal is to provide financial convenience supported by reliable customer service.        Regards,   RushCard Corporate Customer Service

The
Revdex.com

size="3">
7
W Seventh St Suite 1600
Cincinnati
Ohio 45202
 
 
RE: Complaint ID [redacted] – [redacted]
 
March 31, 2015
 
We received [redacted] complaint regarding the bill
pay check sent from her RushCard and the level of customer service received.  RushCard logs all customer contact and
activity associated with financial cards.
 
I am showing that [redacted] sent a bill payment in
the amount of $493.00 on 3/16/2015 to [redacted] Bank. This is a different
payee than his other bill payments for this amount. After researching the
deposit further, it has been sent to the payee successfully electronically, so
there is no way to place a stop payment on the funds.
 
The confirmation number for the payment is,
[redacted]. I have also requested a copy showing the successful payment to be
sent out to [redacted] at the address on his account. The bill payment was sent
to and with the below information.
 
Payee: [redacted] Bank
Account Name: [redacted]
Address: [redacted]
                [redacted]
 
We appreciate [redacted] feedback. These types of
issues go directly against our mission of access and inclusion for everyone and
we look to be clearer and avoid similar problems for all of our customers.
 
Regards,
 
[redacted]
Customer Service Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  Yes, I think we may need to be communicating with [redacted] because this card does say RushCard Live on it.  I appreciate RushCard including the website and toll-free number in their response, but I have already tried that number prior to lodging my complaint with the Revdex.com and it would not allow me to speak with a representative without entering the account number or my social security number.  I do not want to enter the account number for fear it will activate the card and since someone fraudulently filed a tax return using my SSN this year, I will NOT be entering my SSN anywhere that I am not 100% sure of whom I am giving it to.I appreciate you trying to resolve my complaint.
Regards,
[redacted]

August 30, 2016   VIA ONLINE SUBMISSION: Revdex.com 1 E. 4th STE. 600 Cincinnati Ohio 45202   Re:       Consumer:  [redacted] ...

                        Complaint number: [redacted]             Complaint date:  August 28, 2016                           To Whom It May Concern:   This letter is in response to the consumer complaint referenced above.  UniRush, LLC which is the program manager for the RushCard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.    [redacted] complaint states that she cancelled a [redacted] transaction and was advised by [redacted] that if the merchandise did not ship, she would not be charged. [redacted] also states she contacted RushCard and was told by a customer service agent that her pre authorization hold would be released in 10 days.  [redacted] contends it has been 10 days and her hold has still not been released.   On August 26, 2016 [redacted] contacted RushCard corporate customer service and spoke to a customer service agent and was advised that the transaction from [redacted] in the amount of $11.84 would expire in 10 days. The 10th day was August 27, 2016. On August 30, 2016 a RushCard corporate customer service specialist attempted to contact [redacted] to advise her that her pre authorization hold has been released. A message was left for [redacted] to call RushCard back.      We appreciate this feedback and sincerely apologize for the inconvenience this matter has caused.  Our goal is to provide financial convenience supported by reliable customer service.        Regards,   RushCard Corporate Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  My funds are not available. I try to call at least 6-10 times a day, and get hung up on after 40 minutes of holding. My funds were released on the 10th of this month and 12 days later I still do not have my funds. I was not informed of any delay in receiving my funds. Nor was I informed of any holiday of fees. My account is still on hold and I can not get a hold of anyone.  I even sent then an email, with no response still. This is the most information that I have received since this issue began. Being a card holder since 2007 this is more than unsatisfactory. I am truly suffering.
Regards,
[redacted]

All concerns have previously been addressed and there is no new information. Thank you.
Tyree T.
Unirush

Per phone call from customer:
The business has resolved my complaint as of 7/1/2014.  
Thank you,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

The Revdex.com
7 W Seventh St, Suite 1600
Cincinnati Ohio 45202-2468
RE:  [redacted]
June 3, 2014
We received Ms....

[redacted]’s complaint regarding her Rushcard
account. RushCard logs all customer contact and activity associated with
financial cards.
We understand Ms. [redacted] is looking for clarity on our ATM
fee policy as it relates to our partnership with Money Pass and our Unlimited
Plan. First and foremost we would like to apologize for any inconvenience and
confusion Ms. [redacted] may have experienced in her recent calls to our call
centers. Ms. [redacted] has been a Rushcard member with us sometime and we value
her membership with us and we want our policy and procedures to be clear and
concise and we look provide agent feedback. Ms. [redacted] provided dates inquiring
about our ATM policy dates covering 9-1-2012 thru 5-1-2013. Ms. [redacted]
acknowledges she switched from the Monthly Plan to the Unlimited Plan on
9-1-2012. The monthly plan allowed our members to receive 2 free ATM
withdrawals per month upon switching to the Unlimited Plan Ms. [redacted] would pay
$2.50 for each ATM withdrawal. April 2, 2013, Rushcard partnered with Money
Pass to allow our customers the privilege to use Money Pass ATMs at no charge.
Based on our research we show Ms. [redacted] should be refunded for dates: 4/9/2013
(2) 9/3/2013 and 2/3/2014 as our system charged ATM withdrawal fees of $2.50
each. Dates Ms. [redacted] provided us were during the time we did not have a
partnership with Money Pass and under her plan (Unlimited Plan) she was to be
charged $2.50 per ATM withdrawal.
I have reversed the 4 ATM fees charged to Ms. [redacted] in
error. Again, we apologize for any confusion and inconvenience this may have
caused. We appreciate Ms.[redacted]’s feedback. These types of issues go directly
against our mission of access and inclusion for everyone and we look to be
clearer and avoid similar problems for all of our customers.
 
Regards,
[redacted]
CS – Audit/Compliance Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
That's still 22 business days from May5 to june 3 . And who is [redacted]? Refer to you guys terms and conditions and that is not what they stated, they said 10 business days. The company is a fraud and a fake and I wouldn't recommend anyone to rushcard! They set the terms and conditions: therefore they said 45-90 days for an outcome; that has nothing to do with an provisional credit.
Regards,
[redacted]

March 9, 2016
normal;">
VIA ONLINE SUBMISSION:
RevDex.com
7 W Seventh St
Suite 1600
Cincinnati Ohio
45202
Re:      Consumer:                  [redacted]
[redacted]
            Complaint number:    [redacted]
            Complaint date:          [redacted]
                       
To Whom It May
Concern:
This
letter is in response to the consumer complaint referenced above #[redacted]. UniRush, LLC which provides the RushCard prepaid
card takes customer complaints seriously and strives to provide quality
customer service while dutifully protecting customer funds and information. 
[redacted] complaint contends that she did
not receive the funds from a transfer to a different account that was not RushCard
in the amount of $400.00. [redacted]
also states that she would like her funds of $400.00 placed back into her
account.
On
February 25, 2016 [redacted] processed a bill payment from her RushCard account
in the amount of $400.00.  March 1, 2016
[redacted] filed an error allegation dispute for the bill payment processed.  Per RushCard Cardholder Agreement, the
dispute process can take up to 45 to 90 days to investigate. On March 4, 2016,
the dispute was found in [redacted] favor and the bill payment was reversed
back to the account. A final letter has been sent to the address on the account
notifying [redacted] of the resolution.
We appreciate [redacted]
feedback.  We are dedicated to our customer’s security and have taken the
necessary steps to help dispute the transactions in question.
RushCard Corporate
Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  Lies! I sent a clear copy of my divorce decree that was sealed by the State of [redacted] that plainly stated my name was to be reinstated from [redacted] back to [redacted], my maiden name!! Any it with half a brain could figure that out!! Surely you deal with married and divorced females on a daily basis. Besides that was my [redacted] money you should be sending me your ID while holding on to what is mine!! There was a whole chain reaction that happened from you fools blocking my card!! Yes, $186 was my balance but I had to put an emergency stop on my DDs over $600 which resulted in me being stuck out of town hungry and broke on my vacation!!This company is incompetent in every way and karma is catching up I am loving watching the downfall of this pathetic excuse of a bank!! As soon as my husband gets his DD and I get my last little bit of cashof off my second card we are done after 9 years!! But they have not heard the last of me this last little fiasco with "technical updates" but the nail in the coffin!!
Regards,
[redacted]

August 11, 2016
Roman", serif; border: none;"> 
VIA ONLINE SUBMISSION:
Revdex.com
1 E. Fourth Street, Suite 600
Cincinnati, OH 45202
 
 
Re:                   Consumer:  [redacted]
Complaint number: [redacted]
            Complaint date: August 11, 2016
 
                       
To Whom It May Concern:
 
This letter is in response to the consumer complaint # [redacted] referenced above.  UniRush, LLC which is the program manager for the Rushcard prepaid debit card program takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. 
 
[redacted] complaint contends that RushCard is holding her funds. [redacted] also states that the documents requested this time around were not the same documents request last time her card was blocked. [redacted] would like her card unblocked.  
 
 As per the RushCard Cardholder Agreement, RushCard requested proof of identity from [redacted]. She was asked to submit a copy of her Social Security Card, Government Issued Identification, and proof of address dated within the last 30 days. In addition, she was asked for a copy of her birth certificate because the one on file did not match the documents sent in. On July 22, 2016, [redacted] contacted RushCard asking why she had not received her card.  The customer service agent advised [redacted] that her identification was not valid, and a clearer copy of the birth certificate was needed.  On August 11, 2016, a RushCard corporate customer service specialist contacted [redacted] to advise her that the proof of address was not valid. Educated [redacted] on what was acceptable. She stated she would send a valid document in. One the required documents are received, we can resolve this issue for [redacted].
 
We appreciate [redacted] feedback.  Our goal is to provide financial convenience supported by reliable customer service. 
 
RushCard,
 
Corporate Customer Service